Slow Broadband speeds

[#1]

Dear All,

The broadband connection has been very good and reliable over recent months. Today it stopped working. After reporting the fault, the BB link resumed some time later. This was after an engineer was booked.

I cancelled the engineer and carried on using the BB.

I did notice the BB only supported one streaming from the WWW. The BB at best supports three, more likely two streams from the WWW. One is used for work.

Having read an earlier post on the same subject, I have posted an extract from the Helpdesk report. It is as follows. As you can see, the data rates are very low. I recall the router reporting a maximum data rate of the 8 megs.

I restarted the router. It restarted as usual. However, it was sometime before the BB link came up. Several minutes, in fact.

My BB connection is copper from the pole, which is not more than 50 yards from the premise.

Any thoughts or advice would be welcome.

Best regards..

- Product name:	Plusnet Router
2 - Serial number:	N7161651B000835
3 - Firmware version:	7.275.17_F2704N_Plusnet
4 - Board version:	F@ST2704N
5 - Mode	ADSL
6 - Uptime:	0 days 02:05:16
7 - Data rate:	507/602
8 - Maximum data rate:	548/664
9 - Noise margin:	7.4/6.0
10 - Line attenuation:	35.5/52.5

[#2]

@alfie00 Welcome to the forums. Looking at that abridged version of your Help Desk, you are on a very long copper line - do you know roughly how far you are away from the exchange?

You are also using a very ancient router,  which may be on its last legs - when did you last renew your contract?

Can you post the results from https://www.broadbandchecker.btwholesale.com/#/ADSL obscuring your phone number?

[#3]

Hello John, thanks for the very prompt reply.

1. I am not sure where the exchange is. If it is where I think it is, it must be 3-4 miles away using the streets and roads.

2. I have had this router since 2016 when I switched from BT to Plusnet.

3. I do have another router, which is within the last two years. I tried using it, it didn't appear to work. I could try again.

4. What is confusing, until yesterday, the BB link was working well.

5. Screen shot as requested.

6. Personally, I think the fault lies within the exchange.

Regards.

[#4]

Thanks for the data. From that, it appears that you are in an FTTP-only area, so how you still have ADSL is a mystery to me.

My best suggestion, based on that, is to ask Plusnet what the best offer is they can give you for a Full Fibre connection, and go for it, but be aware you would lose your landline phone if you use it - there are ways of replacing it though.

I honestly doubt that OpenReach would do much to help you, based on the available information.

[#5]

Hello John,

Thanks for the update.

I will contact Plusnet and speak with them.

Regards.

[#6]

@alfie00 

FYI, Bedminster exchange is in Sheene Road, Bristol BS3 4EG.

In case you are interested, here are some other telephone exchanges in your area:

https://telephone-exchanges.org.uk/exchanges/bristol-exchanges/

🙂

[#7]

Hello Mr_Paul,

Thank you kindly for the update.

Much appreciated.

Thanks.

Alf.

[#8]

Dear All,

Having given it some thought. I replaced a RJ11 in-line connector block from the wall socket to the router.

This appears to have worked. The router diagnostic reports the maximum data rate is back up. This is a bit odd. After all, the connector block is passive. Possibly dampness in the atmosphere over time. The connector pins should be Non-ferrous metals.

At least it appears to be working again. I thought it's best to update all. I will contact PlusNet and cancel the engineer's visit.

Best regards,

Alf.

Your Plusnet adviser may ask you for the following information:
1 - Product name:         Plusnet Router
2 - Serial number:         N7161651B000835
3 - Firmware version:         7.275.17_F2704N_Plusnet
4 - Board version:         F@ST2704N
5 - Mode             ADSL
6 - Uptime:             0 days 00:01:26
7 - Data rate:             1099/1152    
8 - Maximum data rate:         1100/7484
9 - Noise margin:         7.3/35.6    
10 - Line attenuation:         27.0/47.0    
12 - Data sent/received:     99.6K/3.0M

[#9]

@alfie00 I certainly wouldn't cancel the engineer visit - your D/S SNR figure still indicates there is a MAJOR issue somewhere.

[#10]

Hello John,

When you mention the "D/S SNR figure" what does this mean? Does it indicate a fault with the copper network from premise to exchange?

Best regards,

Alf.

[#11]

Yes, @alfie00 that is exactly what I mean - if you look at line 9 in your screen shot in post #8 you will see '7.3/35.6' - that 35.6 is way too high - it should read around 6!

[#12]

7 - Data rate:             1099/1152    
8 - Maximum data rate:         1100/7484

It's banded at 1152, probably because of the RJ11 connector problem, hence the high SNR.

Now that the fault has been fixed, hopefully one of the staff will request a DLM reset.

[#13]

I see your reasoning, @MisterW  - but if I were the OP, I would abandon ADSL for FTTP, nonetheless.

[#14]

I dont disagree with that...

[#15]

Hello John,

Thanks for the update.

John, the second of the two figures you refer to, is that the return signal? The Broadband connection runs to a telegraph pole within sight. In the past, an engineer carried out some work when the connection failed. Is it possible that fault could exist there?

I have a newer router. If I were to plug it in would this provide more diagnostics?

A member provided details of the local.exchange. It is a fair way from me. Will the engineer be able to locate the fault in the copper network?

Best regards,

Alf.